Manager Access Services - 24 / 7 Operations

Manager of Access Services

The Manager of Access Services is responsible for ensuring the efficient operations and customer service quality for the Access Services unit within the department. This position serves as a resource to access and non-access staff with regard to revenue cycle operations.

Essential Functions of the Role :

• Manages the operations of a specified subset of Access Services; accountable for overseeing departmental operations, work-flows and ensuring adequate staffing at all times. Responsible for patient, guest and departmental satisfaction. Acts as a Leader and role model to staff by demonstrating the organization's mission, vision and values.
• Supervises, directly or indirectly, all employees assigned, and acts as a resource for assigned employees and other staff within and outside of the department. Addresses performance, productivity and behavioral related issues with staff, and provides action and results to the Director.
• Develops and implements performance standards appropriate for the subset of Access Services activities that address quality, productivity and customer service.
• Assures appropriate training and continuing education for all staff. Identifies areas of development for employees and works with employees to provide support in professional growth and succession planning.
• Performs account research to assist with system level initiatives or requests (e.g., customer complaints, incorrect estimates, administrative write-offs.)
• Monitors financial performance of the department by ensuring financial conversations and attempts to collect are made and that budget targets are met or exceeded by monitoring overtime and flexing staff to department volumes.
• Reinforces, administers, and handles escalation requests for complex system and Revenue Cycle policies (e.g., Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, Outpatient Valid Orders)
• Coordinates applicant interviews, hiring, disciplinary actions and performance reviews.
• Serves as a functional team member representing Access Services and Revenue Cycle Operations, and serves on designated committees, workgroups, and meetings as directed. Supports facility and Revenue Cycle leadership in the absence of the Director. Serves as a first point of contact in the event of a disaster, facility or revenue cycle emergency.
• Maintains current knowledge of industry standards affecting areas of responsibility including federal and state regulations, compliance, and complex payer requirements.

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